Operations Experience German More research

OXM 2022: Current trends in the German post-purchase sector

A study on the performance of the 100 largest German online shops in the post-purchase sector.

OXM 2022: Current trends in the German post-purchase sector

We analyzed the post-purchase experience at the 100 largest German online stores, including brands such as s.Oliver and IKEA. You can find the detailed results in our report.

What will you find in it?

  • Current trends of the post-purchase experience in Germany
  • What opportunities and possibilities there are for brands to score with customers in this phase
  • Avoidable mistakes that online retailers often make
 

Key Findings

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53% of e-commerce retailers do not communicate with their customers during the post-purchase phase.

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28% of brands do not inform their customers about an expected delivery date.

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10% do not provide a tracking link.

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

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Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read